A new study conducted by researchers at Mass General Brigham suggests that healthcare organizations can improve their work culture by focusing on what went right instead of what went wrong. The study emphasizes the importance of collecting and sharing positive feedback among healthcare workers to promote mutual appreciation and provide valuable insights on teamwork, collegiality, and civility within the organization.
The researchers analyzed peer-to-peer positive feedback collected during the care of dying patients as part of a mandatory mortality review process. The feedback was categorized into three main areas: exceptional patient and family-centered care, a provider’s expertise and composure, and peer support and team collaboration. Survey responses from physicians, nurses, advanced practice providers, and respiratory therapists at four Mass General Brigham hospitals were analyzed.
The analysis revealed clear patterns of positive feedback across specialties. Medicine, neurology, hospice/palliative care, and surgery received feedback on patient care, while emergency medicine received feedback on expertise and composure. The study also found that nurses provided the most feedback compared to other clinician types.
The systematic collection and sharing of positive feedback can serve as a grassroots, low-cost intervention to improve workplace culture based on the employees’ value system. It can also help healthcare workers feel more valued, protecting them against burnout and attrition. However, the study acknowledges limitations, such as its single health system focus and the need for longitudinal examination in different clinical contexts.
Dr. Isaac Chua, the study’s first author and a palliative care physician at Brigham and Women’s Hospital, highlights the importance of this research in providing qualitative data that showcases the exceptional work of clinicians. Dr. Mallikaa L Mendu, Vice President of Clinical Operations and Care Continuum at Brigham and Women’s Hospital, emphasizes the need to systematically learn from positive feedback to foster an improved culture within healthcare organizations.
This study serves as a stepping stone for healthcare organizations to develop systematic tools and share data with frontline staff and leaders to promote a positive work culture and improve patient care.
Sources:
– The Journal of General Internal Medicine (Publication)
– Isaac Chua, MD, MPH, Study First Author and Palliative Care Physician, Brigham and Women’s Hospital
– Mallikaa L Mendu, MD, MBA, Vice President of Clinical Operations and Care Continuum at Brigham and Women’s Hospital
